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Technical Services Support

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Technical Service Support
The Technical Service Support person will be responsible for providing technical support and expertise for our products to customers by capturing and distributing relevant data on equipment. Work closely with Quality department to rectify warranty processes for the region and ensure a seamless approach to workshop processes.

RESPONSIBILITIES

  • Provide general support for warranty to all customers, including warranty processing, claim handling & troubleshooting, as well as KPI reporting.
  • Implement HO warranty processing guidelines and support customers in process-related queries.
  • Responsible for assisting customers with technical issues or questions relating to Normet equipment.
  • Duties include taking phone calls from customers or communicating with them through messaging platforms, and helping customers diagnose technical issues over the phone.
  • Providing Quotes to customers in both Service and workshop environment
  • Support technical bulletins to customers and keep a record of these
  • Manage the SmartCare system
  • Gathers cleans, and studies data sets both internally and from customers to help solve problems. Generating of recommended spares lists etc.

 
QUALIFICATIONS AND EXPERIENCE

  • Matric / Grade 12
  • National Diploma in Engineering or equivalent
  • Minimum 3 years of post-study work experience handling technical queries on  Normet Equipment.

SKILLS AND COMPETENCIES

  • Normet equipment knowledge
  • Excellent written and verbal communication skills
  • Ability to work in a fast-paced and high-pressure environment, multitasking effectively.
  • Accuracy and attention to detail is vital.
  • Proven experience in a technical support role, preferably in a customer-focused environment.
  • Demonstrated knowledge of Data analysis.
  • Proficiency in using help desk software and remote support tools.
  • Knowledge of customer service principles and practices.
  • Availability to work flexible schedules, including evenings, weekends, and holidays as required.
  • Excellent organisational skills and attention to detail.
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